Absolutely. Our clinical labs are CLIA certified. CLIA stand for Clinical Laboratory Improvement Amendments. This means that The Food and Drug Administration (FDA), Center for Medicaid Services (CMS), and the Centers for Disease Control and Prevention (CDC) regulate all our clinical tests and make sure they meet rigorous quality standards. Here’s a breakdown on CLIA certification by the FDA. https://www.fda.gov/medical-devices/ivd-regulatory-assistance/clinical-laboratory-improvement-amendments-clia
add What is your refund/cancellation/replacement policy?
For orders that have not shipped, they are eligible for a 100% refund. For orders 30 days or less since purchase date, they are eligible for a full refund less $20 USD per test kit to cover shipping, handling, and processing fees. Please include the Kit ID information when you contact us. For orders over 30 days old and orders where results have been released, they are not eligible for any refund.
add How do I cancel my order?
Please contact our Customer Care team if you need to cancel any order: email@example.com.
add Why do my results say TNP?
TNP means “test not performed”. Unfortunately, the lab was unable to test your sample. This could be because there wasn’t enough sample to test, the sample leaked in transport, or there was an issue with the kit contents. The sample must arrive to the lab within a timeframe that meets lab protocol. It's important to ship your activate, collect, and mail your sample back on the same day. Please contact Customer Care and we would be happy to provide a replacement so you can test again.
add Can I bring my results to my doctor?
You sure can! We’ll email you the moment your lab results are ready. You can access them in our secure online portal – download or print your results and bring them to your doctor’s office. Or simply upload the digital version during your telemedicine appointment.
add How will my doctor know my empowerDX results are accurate?
Not to worry. Our clinical labs are CLIA certified and CAP accredited, which means that the FDA and CDC ensure that our tests and practices are up to their rigorous standards.
Each test includes a “requisition” that is created and approved by our Licensed Ordering Physician Network. Our medical advisory team is comprised of experts who carefully design our processes & test results to be accepted by the greater medical community.
Before they’re publicly available, every biomarker undergoes an extensive validation at the lab to make sure that the test is both accurate and precise. However, the At Home COVID-19 Nasal PCR Test Kit is unique to this process –the FDA required an Emergency Use Authorization (EUA) to fast track its availability in the US. The FDA signed off on our Nasal PCR validation study proposal, results and intended use for the duration of the pandemic.
add I'm having trouble viewing or downloading my result, what should I do?
Our website and portal are optimized for use with Google Chrome. If you have received an email stating that your result is ready but you are unable to view it, please make sure you are using the most up to date version of Chrome. If you are still unable to view your results, reach out to us at firstname.lastname@example.org. We are happy to help! Please note, our website and portal does not support Firefox browser.
add Will empowerDX be open for the holidays?
empowerDX will be closed Monday, January 16th. FedEx will be unable to ship kits out or deliver kits to our labs during these windows. Please plan accordingly with your testing needs!
Didn’t find an answer to your question?
We are available Monday - Friday from 8:00am - 6:00pm ET.